At Zootly, we want every order to land just right. But if something???s off, here???s how we handle returns and refunds.
The 30-Day Window
You???ve got 30 days from the date of purchase to request a return. After that, we can???t offer a full refund or exchange.
What Can Be Returned
To qualify for a return, your item must be:
- In its original packaging
- Unused
- In the same condition you received it
A Quick Note on Cannabis Products
All cannabis-related products supplied by Zootly are intended for private use only, in line with South African legislation.
Due to the nature of these products, we cannot accept returns or offer refunds on any cannabis items once they have left our premises, unless the item is defective or incorrectly supplied.
This is to ensure product integrity, hygiene, and compliance with applicable regulations.
What Can???t Be Returned
Some items are non-returnable:
- Perishable goods (including edibles ????)
- Intimate or sanitary products
- Hazardous materials or flammable goods
- Gift cards
- Downloadable or digital products
- Selected health and personal care items
Proof of Purchase
We???ll need a receipt or proof of purchase to process your return.
Please don???t send items back to the manufacturer.
Partial Refunds (Case-by-Case)
In certain situations, only partial refunds may be granted:
- Items showing signs of use
- Any item not in its original condition
- Items damaged or missing parts not due to our error
- Items returned after the 30-day window
Refunds
Once your return is received and inspected, we???ll notify you via email to confirm:
- Receipt of your item
- Approval or rejection of your refund
If approved, your refund will be processed back to your original payment method within a few business days.
Late or Missing Refunds
If your refund hasn???t arrived yet:
- Check your bank account again
- Contact your credit card provider
- Contact your bank (processing times can vary)
Still stuck? Reach out to us at {email address}.
Sale Items
Only full-priced items are eligible for refunds.
Sale items are not refundable.
Exchanges
We only replace items if they are defective or damaged.
To arrange an exchange:
- Email us at ??info@zootly.co.za
Gifts
If your item was marked as a gift and shipped directly to you:
- You???ll receive a gift credit once the return is processed
If not:
- The refund will be issued to the original purchaser
Shipping Returns
To return your item, please send us an email, and we’ll share with you directly our location.
Please note:
- Return shipping costs are your responsibility
- Shipping costs are non-refundable
- Return shipping may be deducted from your refund
For higher-value items, we recommend using a trackable shipping service or insurance, as we can???t guarantee receipt.
Need Help?
For any questions, contact us at ??info@zootly.co.za